Noctrix Health, Inc.

Customer Support

• Manage and resolve complaints related to medical devices as liaison between Therapy Support and Quality Assurance
• Receive and review complaints related to medical devices
• Investigate complaints by gathering relevant information, analyzing data, and conducting root cause analysis
• Communicate directly with customers to solicit information, address concerns, and provide updates on complaint resolution
• Serve as a liaison between Therapy Support and Quality departments to optimize customer satisfaction and maintain regulatory compliance
• Ensure complaint investigations are complete, accurate, and closed in a timely manner
• Collaborate with cross-functional teams – including Therapy Support, Quality, Regulatory, and Product – to resolve complaints
• Ensure compliance with applicable regulations and standards, including FDA 21 CFR Part 820 and ISO 13485
• Prepare for and participate in internal and external audits
• Contribute to cross-functional process improvement initiatives

Complaint Support Specialist

Outside Sales

• Consistent engagement with customers, accounts, and advocacy groups to build pipelines
• Coordinate with Marketing to broaden market awareness
• Support patient journey through collaboration with Patient Access, Customer Care, and Therapy Support Specialist teams
• Work collaboratively with the Product Development and Marketing teams to ensure a successful product launch
• Identify and build strong relationships with KOLs, titration partners, and accounts
• Through customer engagement, develop scalable solutions to satisfy customer needs and drive therapy adoption
• Develop and manage specific strategic territory plans to grow business and develop long-term partnerships
• Demonstrate effective and consistent communication skills via in-person and video conferencing
• Territory Business planning and forecasting through specific physician and DME targets
• Build and maintain weekly, monthly, and quarterly business plans that will be shared with leadership
• Maintain a high sense of urgency and accountability to the sales organization
• Recognize changing market dynamics and analyze and evaluate the effectiveness of sales methods, costs, and results to meet market demands
• Conduct regular sales forecasting, market analysis, and competitor research to identify risks, opportunities, and strategies to improve sales performance
• CRM administration
• Coordinate, plan, and participate in customer education events
• Achieve territory sales goals in a high-growth startup environment
• Demonstrate excellent communication and problem-solving skills

Territory Sales Manager

Account Executive

• Drive sales of the Nidra Therapy portfolio through proactive outbound and responsive inbound communication with potential customers via phone, email, text, and live chat
• Educate prospective customers on the benefits of Nidra Therapy compared to traditional treatment options and competitive products
• Provide continuous feedback to enhance the customer experience and contribute to ongoing improvements in the patient journey process
• Handle a wide range of sales and service duties, performing complex and challenging tasks with efficiency and professionalism
• Maintain detailed records of customer interactions and transactions, managing the sales process within the Salesforce CRM system
• Work collaboratively with marketing, customer care, and patient access teams to ensure prospective customers receive timely and accurate information

Complaint Support Specialist

Territory Sales Manager

Inside Sales Representative, Patient Concierge